If the status in Track & Trace remains unchanged for several workdays (at least 5 workdays for shipments to a neighbouring country, at least 10 workdays for the United Kingdom and all other countries) and the addressee did not receive a parcel, then something probably went wrong. It is best to contact the customer service via the online form at the bottom of this page.

In that case, the company or person who pays for the return shipment is entitled to compensation. If you paid for the return shipment, then you can request compensation. By default, that compensation includes a refund of the shipping fees. If you choose the 'Guarantee and signature' option, then you are entitled to compensation for goods and for documents. If the original sender pays for the return shipment, then he/she is entitled to compensation. That is the case when:

• there is a return label in your parcel
• you refused the parcel
• the parcel could not be delivered to you

If you are considered the sender and thus entitled to compensation, you can submit a compensation request to our Customer Care Centre. It is best to do that via the online form at the bottom of this page.

The postman cannot take your return shipment. You can hand it in at a Post Office, Post Point or Parcel Point. The longest side of your parcel can be maximum 1.5 m long, and the total length (1 x length + 2 x width + 2 x height) can be maximum 3 m. You can also leave it in a parcel locker. In that case, it can be maximum 42 x 31 x 58 cm. If desired, we can also come and collect your return shipment. In that case, your parcel can weigh maximum 30 kg. The longest side can be maximum 1.5 m long, and the total length maximum 3 m. The price of a pick-up depends on where we must collect your parcel. You can request a pick-up or "collect" online or by phone on the number 02 278 50 44. If you request a pick-up online before 11:30 or by phone before 12:00, then the postman will pick up your parcel(s) the same day between 12:00 and 17:00. If you contact us later in the day, then the postman will pass by the next workday. Attach a bpost shipping label on every parcel. That label is not included in the price of the pick-up. Find a Post Point

If the original sender offers you the option to return your parcel, then you have two options:

• The return shipment is free.
• The return shipment is not free. Either you must pay part of the costs yourself in the Post Office or Post Point where you turn in your return shipment, or the original sender deducts a small return fee from the amount that he refunds.

If the original sender does not offer any return options, then you must send your parcel as a regular shipment. In that case, the price of your parcel depends on the weight, the size and the destination. Use our online shipping tool to calculate the price of your parcel.

If your parcel is damaged upon delivery, then contact the original sender within 7 days of receiving your parcel. You can only submit a complaint to our customer service as the sender. It is best to do that via the online form at the bottom of this page.

The amount of time that your return shipment is in transit depends on the original sender of your parcel. If you want to know more about this, please contact the original sender. bpost delivers a national return shipment to the original sender one workday after we receive the parcel. A return shipment to a foreign online shop is often collected by the original sender and is usually in transit for longer. You can always follow your return shipment with Track & Trace or the My bpost app. Follow your parcel

If the original sender offers you the possibility to return your parcel, then there are three possibilities:

• The return label is in the parcel.
• You download the return label from the sender's online shop and print it at home.
• Some senders allow you to have the return label printed in the Post Office or Post Point where you send the parcel back.

If the original sender does not offer any return options, then you must create and purchase a shipping label.

bpost also delivers parcels for DHL in Belgium. You must attach a valid DHL shipping label on your return shipment. Your parcel will be delivered to the original sender by DHL. A parcel that is delivered by a different postal service can always be sent back with bpost. In that case, you must purchase a shipping label via our website, in our eShop or in a Post Office, Post Point or Parcel Point. You send your return shipment as regular mail. The price depends on the weight, the size and the destination. Use our online tool to calculate the price of your parcel. One of our partners is responsible for the delivery of your return shipment outside Belgium.

You have two options. The original sender provided a return label:

• Attach the return label to the box.
• Bring the parcel to a bpost Post Office, Post Point, Parcel Point or Parcel Locker or have it picked up.

The original sender did not provide a return label:

•  Purchase a shipping label online, via our eShop, or in a Post Office, Post Point or Parcel Point. The price depends on the weight and size of your parcel and the destination.
• Attach the shipping label to the box then bring the parcel to bpost or have it picked up.

If you know that you will send the parcel back, even before it is delivered, then refuse it at the door. We will return it to the original sender.

If you get a parcel that is intended for someone else, then you shouldn't use the return label. Bring the parcel to a Post Office. Tell the counter clerk that the parcel was delivered to the wrong address. We will make sure that it is delivered to the correct address.

If you purchase a shipping label on our website or in a Post Office or Post Point, then you can choose the Confirmation of Receipt option. In that case, you will receive a text message or e-mail when your parcel is delivered. You can also follow the status of your parcel via Track & Trace or the My bpost app with the barcode number on your shipping label or Shipping Receipt. You will not receive written proof, but you can see online when your parcel is delivered.

If you want to return a parcel within Belgium or abroad, then:

• Your parcel may not weigh more than 30 kg
• The longest side may not be longer than 1.5 m
• The total dimension may not be greater than 3 m (1 x length + 2 x width + 2 x height)

To return a parcel of maximum 2 kg abroad, different maximum dimensions apply:

• The longest side is maximum 60 cm
• All dimensions together are maximum 90 cm
• If the parcel is a cylinder: maximum 60 cm long and 20 cm diameter

If the contents of your parcel do not correspond with what you ordered, then you must contact the original sender of your parcel. Ask him/her to send the correct parcel. You will usually be asked to return the incorrect parcel first. If the sender offers you the option to return your parcel, then attach the return label on the parcel and send it back. The return label is in the package, or you can download and print it from the sender's website or from an e-mail from the sender. If the sender does not offer any return options, then you can purchase a shipping label. Attach that on top of the shipping label of your original parcel and bring the parcel to a Post Office, Post Point, Parcel Point or Parcel Locker to send it back.

If you notice that the contents of your parcel are damaged, then contact the original sender within 7 days of receipt. Provide the sender with photos of the damaged packaging and contents so that he/she can come up with a solution. Only the original sender of your parcel can submit a complaint to bpost.

You can follow your parcel online with Track & Trace and the My bpost app. Enter the barcode number that is on the label of your return shipment. Be sure to enter the correct postcode:

• If there is a return label in your parcel, then the correct postcode is the postcode on the original shipping label that is attached to the parcel.
• If you have to create a shipping label, then the correct postcode is the postcode of the receiver of your return shipment.

You will be notified in the app when your parcel is delivered. If you create and purchase a shipping label, you can click on the 'Confirmation of Receipt' option. You will receive a text message or e-mail regarding the status of your parcel:

• When the parcel is delivered.
• When the parcel is not delivered because the addressee was not present. In that case, it is delivered to the nearest Post Office or Post Point.
• When the addressee has not collected it from the Post Office or Post Point.

The original sender of your parcel determines whether you must be able to present a proof of shipment to get the money from your purchase back. The barcode on the label is scanned in the Post Office or Post Point to send the parcel. The original sender sees when the parcel is scanned in our Track & Trace tool. You can always take a screenshot of the Track & Trace tool or the My bpost app and e-mail it as proof. If you purchase a shipping label in a Post Office or Post Point, then you can request a Shipping Receipt and mail a copy to the original sender. You can request a confirmation of receipt via text message or e-mail either online or in your Post Office or Post Point with the 'Confirmation of Receipt' option. As soon as your return shipment is delivered or picked up at a Pick-up Point, you will receive an e-mail or text message. If none of this is sufficient for the sender as proof, please contact our customer service.

If you notice that the contents of your parcel are damaged, then contact the original sender within 7 days of receipt. Provide the sender with photos of the damaged packaging and contents so that he/she can come up with a solution. Your can only submit a complaint to our Customer Care Centre as the original sender. It is best to do that via the online form at the bottom of this page.

If desired, we will pick up your return shipment at your home. The price for the ‘Pick-up on demand’ service depends on where we must pick up your parcel. You request a pick-up or "collect" online. If you request a pick-up online before 11:30 or via phone before 12:00, then the postman will pick up your parcel(s) the same day between 12:00 and 17:00. If you contact us later in the day, then the postman will pass by the next workday. Attach a bpost shipping label on every parcel. That label is not included in the price of the pick-up. You can have multiple parcels picked up simultaneously: maximum 1.5 m³ and 500 kg per pick-up. Each parcel can weigh maximum 30 kg.

If the original sender provided a return label, then the barcode of your return shipment is on the return label. You can also find the barcode on the sender's website or in the e-mail that you received from us announcing the delivery of your parcel. If you purchased a shipping label, then the barcode is in the e-mail that you received or on the Shipping Receipt issued by the Post Office or Post Point.

If you see that your parcel is damaged, it's best to refuse it at the door. We will send it back to the original sender.

You can follow your parcel online with Track & Trace and the My bpost app. Enter the barcode number that is on the label of your return shipment. Please note: that is a different number than the number on the label of your original parcel. Be sure to enter the correct postcode:

• If there is a return label in your parcel, then the correct postcode is the postcode on the original shipping label that is attached to the parcel.
• If you have to create a shipping label, then the correct postcode is the postcode of the receiver of your return shipment.

You can always return your parcel with bpost, even if it was delivered by a different postal service. In that case, you must purchase a shipping label via our website, in our eShop or in a Post Office, Post Point or Parcel Point. You send your return shipment as regular mail. The price depends on the weight, the size and the destination. Use our online shipping tool to calculate the price of your parcel.

The original sender of your parcel is responsible for any refunds. The original sender determines:

• Whether he/she refunds your purchase
• What you must do to receive a refund
• Whether he/she makes a partial or full refund
• When you can expect the amount on your account.

Contact him/her to learn the details.

If there is a return label in your parcel, then enter the postcode on the original shipping label that is attached to the parcel. If you have to create a shipping label, then enter the postcode of the receiver of your parcel.

If the counter clerk at your Post Office or Post Point asks you to pay, then the return shipment is not free. Read the terms and conditions for returning parcels on the website of the online shop. Your return shipment is probably an exception to the free returns policy.

ou only need to attach a shipping label on a parcel that you return to a country within the EU. For a parcel that you return to a country outside the EU, you must also provide customs documents. If the original sender doesn't provide a return label, then you can purchase a shipping label via our website, in our eShop or in a Post Office, Post Point or Parcel Point. You do not have to pay any customs fees. Only the receiver of your parcel must pay customs fees, and only for return shipments outside the EU. Contact the original sender to see if he/she offers return options whereby he/she doesn't have to pay customs fees. If he/she does not have such an option, then he/she pays the customs fees that are applicable in his/her country. The customs documents for a return shipment to a country outside the EU:

• The CN23 part of the shipping label or a CN23 document. That indicates what is in your parcel. You attach the label on the box.
• The original invoice or pro forma invoice and 3 copies.
• If the shipment is worth more than €1000, then you must also attach a Single Administrative Document.

If the contents of your parcel do not correspond with what you ordered, then you must contact the original sender of your parcel. He/she will tell you what you must do.

If there is a return label in your parcel, then you should use it. That usually means that you can send back your return shipment for free. If you want to be sure, check the website of the original sender.

Some online shops allow you to indicate that you will be returning a product or item. Be sure to do that so the online shop knows that your return shipment is coming. Online shops that do not offer that option should be contacted to warn them you will be returning your parcel.

If the original sender does not offer any return options, then you must return your parcel and purchase a shipping label on our website, in the eShop or in a Post Office, Post Point or Parcel Point. The shipping label is valid for 3 months, but you should ask the original sender how much time you have to send your parcel back. You attach the shipping label firmly on your parcel with tape. It must not come loose. Make sure that the entire shipping label is legible. The barcode must be visible immediately. If you reuse the original packaging, then you must attach the shipping label on top of the original shipping label. The original barcode must be covered. If you reuse the original packaging, then you must attach the shipping label on top of the original shipping label. The original barcode must be covered.

A purchase that you send back is a return shipment. Online shops offer that option if the contents of your parcel do not correspond with what you ordered or if the product does not fit or does not meet your expectations. You send your purchase back with the return label from the original sender; the label is either in the package, or you can download and print it at home. If the sender does not provide a return label, then you send it back as a regular parcel. Be sure to check the website of the online shop to see what the guidelines are regarding returning parcels. Discover how to send your parcel back  Send your parcel

Just like you pack regular mail:

• Protect the contents properly.
• Provide suitable and sturdy packaging with the correct dimensions.

You can use a bpost box or your own box. If the box is still in good shape, then you can reuse it to send your parcel back. Remove the original shipping label or place your return label on top of the original shipping label.

You can purchase a shipping label on our website, in our eShop or in a Post Office, Post Point or Parcel Point. You can create your shipping label on our website then print it. That is the cheapest. If you need more than one shipping label, then purchasing them via our website is the most economical.

If the online shop provides a label for sending your order back, it is called a return label. If you must purchase a label on our website or in our eShop, a Post Office, Post Point or Parcel Point, it is called a shipping label.

Make your mailing label online. You can choose two options:

• Guarantee and signature
  With this additional guarantee your parcel is protected against damage and loss, and the postman asks the recipient to sign for receipt.
   
• Proof of Delivery
  You get a text message or e-mail regarding the status of your parcel:
  • When the parcel is delivered.
  • When the parcel is not delivered because the addressee was not present. In that case, it is delivered to the nearest Post Office or Post Point.
  • When the addressee has not collected it from the Post Office or Post Point.

If the original packaging is still in good shape, then you can reuse it to send your parcel back. Remove the original shipping label or place the return label on top of it.

Find out how much time you have to return your parcel and how you can get a refund on the website of the original sender.

Just like you prepare to send any parcel. If the box is still in good shape, then you can use it to send your parcel back. Remove the original shipping label or place the return label on top of it. Always check the instructions of the original sender first to discover if you need to do something before turning in your return shipment to a Post Office, Post Point or Parcel Point or leaving it in a Parcel Locker.

We are sorry to hear that your parcel is damaged. If you notice the damage at the Pick-up Point, then you can refuse the parcel. It will be sent back to the sender. If you notice the damaged contents later, contact the original sender within 7 days of receiving your parcel. Provide the sender with photos of the damaged packaging and contents so that he/she can come up with a solution. Only the original sender can submit a complaint to bpost.

You must ask the original sender of your parcel about that. If he/she is willing to do that, then ask him/her to create the return label online and e-mail it to you.

Read the return instructions on the website of the online shop. That's where you'll find the address where you should send your parcel and how the refund is organised.

If you only noticed that your parcel is damaged after receiving it, contact the sender within 7 days. Provide the sender with photos of the damaged packaging and contents so that he/she can come up with a solution. Only the original sender of your parcel can submit a complaint to bpost.

You can buy packaging in:

• Post Office
• Post Point
• Parcel Point (depends on stocks in the shop)
• eShop

If the original sender provides a return label, then you can send your return shipment back for free or almost for free. If the original sender doesn't provide a return label, then you must create a shipping label. The cheapest way to do that is online.

The original sender of your parcel determines the return terms and conditions. You might have to pay for part of the return shipment. Always check the return terms and conditions on the website of the original sender in advance, or contact the original sender.

Yes you can. But if you want to follow the status of your return shipments and guarantee the quality of your return shipment, you shouldn't do it.

That is possible if you purchase a shipping label via our website, in our eShop or in a Post Office, Post Point or Parcel Point.

Be sure to check the website of the online shop to see what their guidelines are regarding returning parcels. As soon as we have received your return shipment, the online shop will receive a message from us that a return shipment is in transit.

You can follow the parcels of all postal services in the My bpost app.